DO YOU SAY MY CUSTOMERS DON’T ALWAYS CO-OPERATE
As I get older, I seem to attract more and more sellers who are dissatisfied with their companies. Many of these organisations have superb training facilities, so I know the training at least was foundational. However, and in the main, these sellers complaints are mostly about the number of dissatisfied customers they need to call back on.
Yet almost after every investigation I undertook, most of these sellers agreed they had encountered no more than 5 to 10% of complaints they hear of all they had personally sold. Then, after further probing, the complaints they mostly heard almost without exception, were as a result of the follow-up the company made. Moreover, another 5 to 10% of customers weren’t happy with the performance of the product.
That’s a fact. Few of the complaints a salesperson hears, are mostly the result of things beyond their control. Knowing this, all the salesperson needs to do the next time a complaint is voiced, is to hear it out, and then ask the complainer if they were in charge of the company, what would they do to an employee of theirs that was causing similar problems.
Mostly the answer will be that they would caution that employee, but if things did not improve they would have to dismiss the employee. When I hear that, I will usually pause, take a deep breath and nod, as I say, “That’s exactly what my upper management did. He/she is sadly no longer with us.”
And as a final note, never forget that in most sales organizations, it’s generally not the salesperson that goes back to install, or re-install, or even retrain the staff until the buyers are completely satisfied. That is usually always someone else’s job.
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This Article is by Peter Collins – In a sales career spanning more than 53 years, Peter Collins has focused on helping and bringing out the best in others – whether it involves training or mentoring salespeople, managers, business consulting to SME’s. Since the 1970’s Peter has built a reputation as a Nationally and Internationally Published author, and has 68 business books to his credit, but he is mainly known for one book based on the Audio Tape series of the same name, Over 50 Ways of Closing the Sale. Peter had his first book published in 1969 and now has over 133 books in all, including Business, Marketing, Sales, Free Publicity, Body Language, Music and over 30 Christian books to date. Peters books have sold over 2.5 Million copies of his books over 49 years. In his personal life, Peter has been sought after as an encourager and motivator that has given of his time and talents freely despite his busy schedule. Subsequently, he has assisted churches, pastors, community and charity groups, as well as individuals through his teaching, training, development and on-going mentoring.
© Copyright Peter Collins, Profit Maker Sales, Sydney, Australia, 1994, 2002, 2007, 2011, 2015, 2017, all rights reserved. Peter can be contacted through his website – profitmakersales.com
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So from this point forward, whenever you hear a complaint, hear it out, then while nodding your head respond professionally to the issue at hand. Never react, because if you react that will further fuel the issue. Be professional and respond at all times.